We partner with our clients to help them determine where they want to go and what results they want to achieve. Then we help you develop the action plan to make it happen. We help our clients develop and manage strategic, cultural, and structural changes within their organizations. By working together, we can provide personalized processes and support materials that help turn goals into reality. We help organizations align their plan, people, and systems in order to gain a competitive edge. We facilitate and coordinate programs to develop your company's human capital, focusing on attitude development, human relations, skill development, and goal setting.

Customer Service and Customer Loyalty

The mastery of customer service can mean the difference between success and failure. The corporate trend of raising customer service is a business necessity. Customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. If customer retention is important, then improving customer service must be the tactic. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectation, they will take their business elsewhere. What’s more, they relay their bad experience to ten or more other people. The question then becomes not whether to improve your companies service standard, but how?

Have you ever felt like you are navigating through your professional life alone? If you are like most executives and small business owners the answer is yes. In a corporation, the higher up the ladder you go the harder it is to find someone to discuss dreams, goals, actions, and success strategy. This is also true of the small business owner. Having a coach is like having a needed connection that cannot be made with others. For example:

Your spouse may listen but the dynamics of marriage relationship may cloud perspective and objectivity.

Your friends want to be helpful but they don’t have the training to identify real issues and they don’t have the time commitment.

IF YOU HAVE STAFF DON’T MAKE THIS MISTAKE

When you don’t really understand critical factors that create employee performance you can make many costly mistakes in hiring and training. The question is really one of skill or will.

Many companies spend time and effort on identifying the correct skill sets when hiring. Then, after a candidate is finally hired the company will invest in training the new employee in the skills, processes, and procedures for doing the job. In addition, the new employee will look to increase his or her skills and understanding of the business. The employee attends training on the latest systems or learns the latest sales techniques. The employee gets training on the features and benefits of the products and services. Most of the time is spent on learning the nuts and bolts. Many businesses see this as the most important path to success.

But then the employee leaves the company. The hiring manager searches for candidates that have the same skill sets as the person who left or was fired. The manager limits the search to the specific industry. In doing so many other qualified candidates are missed. The company hires the next person and the process repeats itself. This costly turnover creates poor performance and poor customer service. It doesn’t have to be this way.

It is certainly important to look at skill requirements when searching for candidates. But what is missing here? What happens if the next person you hire has great skills and experience? This is the perfect candidate and you have great expectations of super performance. Several months pass and performance does not turn out as expected. Before long the person resigns or is asked to leave. What’s wrong with this picture?

The employee knew what to do and how to do it. But that alone does not guarantee success.

While skills and experience are important, attitudes and behaviors are far more important and are a far better indicator of success. It is far more important to find out whether a prospective employee has shared values with the organization and will behave and execute in a manner consistent with the organization’s culture. Do you know a business owner or hiring manager that struggles with this? There is a better way to hire and develop people.

Hiring the candidate with the right attitudes and behaviors is more important than the skills. Managers can be taught how to interview and ask the right questions using a process known as behavior based interviewing. Such a process brings out the candidate’s attitude toward a problem and will also indicate his behavior and past habits.

Secondly, training and development should focus not only on knowing the core skills but also on the development of human potential and human relationships.

This is best illustrated by the K.A.S.H. Box below.

In working with our clients, we focus on the right side of the box. Concentrating hiring, training, and development on this side has proven to produce breakthrough performance.

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Testimonial

Grant has worked with us at MAS to provide expert strategic planning knowledge and direction, effective goal setting and team development. I highly recommend his services to anyone who is looking to grow, organize or even redefine their business growth goals. Marshall that he had the greatest sales increase in 2012 30%